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We live in your world - November 2010

We live in your world - November 2010

Mike Smith, ANZ CEO

2010 Performance

Message from Mike Smith, CEO

Our results, progress and performance in building ANZ as a ‘super regional’ bank is described in our 2010 Shareholder and Corporate Responsibility Review.

Against a backdrop of continuing uncertainty in the global environment, particularly in the US and European economies, we announced an underlying profit of $5 billion for the year ended 30 September, 2010, up 33% on the prior year.

Our 2010 performance demonstrates that we have real momentum in every area of our business and that our 47,000 staff are delivering good outcomes for shareholders, while also performing for our customers and the community.

Fundamental to our success is our commitment to growing our business responsibly.  Over the long term, our performance will be a reflection of our financial results combined with how effectively we serve our customers and contribute to the communities where we operate.

I am particularly proud of our work during 2010 to support customers facing financial difficulty; assist communities affected by natural disasters; and help improve financial capability among people on low incomes.

Our Review also describes our approach to issues which have challenged us and how we are working to balance the needs and interests of a range of stakeholders.

As always I welcome your feedback on our strategy, progress and results.

Yours sincerely

Mike Smith

Mike Smith

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The Review describes in detail our progress in implementing our Corporate Responsibility Framework and our approach to material issues for our business and sector in 2010.

Results for the year include:

  • Improving our retail customer satisfaction in Australia from 76.5% in September 2009 to 79.9% in September 2010, according to Roy Morgan Finance Monitor we continue to lead our major bank peers.
  • Providing support to more than 10,000 customers facing difficulty.
  • Piloting a new debt advice service to provide customers in difficulty with timely access to independent financial counselling.
  • Exceeding our recruitment target for people with disability.
  • Recruiting 215 Indigenous trainees and achieving a completion rate of 70% for 2009/10.
  • Increasing total number of women in management to 38.4%, up from 36.8% in September 2009.
  • Improving economic and financial inclusion in Cambodia with WING, our mobile payments system, now reaching 180,000 customers. Around 56% of customers were previously unbanked.
  • Expanding our Saver Plus matched savings and financial capability program from 40 to 60 sites and recruiting a further 3,320 participants.
  • Introducing a new set of standards – 'Respecting People and Communities' to guide our relationships with customers, employees, suppliers and communities where we operate.
  • Implementing our strategy to become carbon neutral across our global operations.
  • Continuing our work to further develop a risk-aware culture at ANZ with 46,000 employees globally participating in our risk training program.
  • Continuing to play a leading role in supporting the renewable energy sector, now representing a third of our Australian project finance power portfolio.

The Review also highlights areas where we have more work to do, including improving our employee engagement and ensuring we meet our target of 100,000 volunteering hours in the year ahead.  These, along with a number of other actions and initiatives to support our super-regional strategy are the focus of our targets in 2011.

More detail on our corporate responsibility results is reported in the 2010 ANZ Shareholder and CR review and on our website

Learn more:


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